Support Portal Assistance

The Power of Support.Polycom.com!

In our efforts to make it easy to do business with Polycom, Polycom Global Services have significantly invested and enhanced the support.polycom.com features. These new features are designed to be easy to use, save time and allow our Partners and Customers to perform all support activities online.

To help you gain the most from your Support Portal experience, we have compiled a list of common Support Portal issues that will help answer your questions.

Browser Issues / Pop-Up Blockers

This site works best with Mozilla Firefox, Internet Explorer 6, 7, and 8, and Google Chrome.

This site requires pop-ups to function properly. Please set your browser to allow pop-ups at http://support.polycom.com/PolycomService/home/home.htm

This can be accomplished by:

Temporarily turning off pop-up blockers while using our site.

OR

Allowing pop-ups on a more permanent basis by updating browser settings.

In Internet Explorer:

Go to Tools » Internet Options

Choose the Privacy tab

In the 'Web Sites' section click 'Edit...'

In Address of Web Site, enter 'eservice.polycom.com' and click Allow

Click OK

Click OK

User Registration / Login Questions

The portal could not validate my email address or password

If you have not been to the website in a few years or if you are a product owner (not a partner) who has never registered or activated a product, you may need to register for an account.

The portal says an email was sent to me to set my password but I didn't receive it.

Please first check your SPAM folder for an email from donotreply@polycom.com titled Password Set Notification to ensure that the email did not get put into a junk email folder. If you confirmed you did not receive the email, please submit a help request and we'll be happy to assist you.

I have received confirmation of my new user account and tried to reset my password but still can’t log in.

The change password email expires after 3 days. If you have tried to reset your password and were unsuccessful please submit a help request and we will be happy to assist you.

How do I change my password

To reset you password please click on the Forgot My Password link located on the login screen and follow the prompt instructions.

I can't login / I don't know my login or password

Your login is now your email address. To retrieve your password, please click on the Forgot My Password link located on the login screen and follow the prompt instructions.

When purchasing licenses it is possible to buy either a single use license, for one PVX installation, or a Site License, that allows installation of the same key to multiple workstations within a company.

With a Site License the same key code is used to activate the number of systems for which licensing was purchased. With an individual license, the key code generated is usable on only one system.

PVX: How can I activate my trial version?

With the PVX trial version there is no license (serial number) or activation number. You can use the PVX trail version for an unlimited number of calls lasting 5 minutes or less. You can upgrade the demonstration version to the full version by purchasing a license key and activating the software as described in attached documents.

M100: How can I activate my trial version?

The Telepresence m100 FREE trial is fully functional for 30 days. You can download the client and use it in the office or on the road. You may dial directly by IP address or extension if your organization has a H.323 Gatekeeper. Please refer to the application help menu and user documentation for further assistance. Support for the Telepresence m100 will only be from the online community forum. Once you have experienced the client capabilities contact your Polycom representative to purchase.

Please note: The m100 FREE trial is fully functional for 30 days which means you can use the m100 with unlimited minutes for 30 days - activation code is not required. The only way to bypass the “software activation” message at startup is to purchase and activate the m100 license.

Product Registration

We apologize for the inconvenience but our “Product Registration” functionality does not allow the registration of software products. If you are trying to activate and retrieve key code for your M100 or PVX, please go to Product Activation/Upgrade.